TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.
Contact Center Pipeline had a very good 2024. I am extremely proud of our work this year. Navigating the challenges of a typical contact center can be perplexing and I appreciate all the hard work our Pipeline staff and writers have given. They help us through our challenges to offer the best customer experiences we can.
Also, I thank our sponsors who support us. We appreciate all their efforts to continue to provide leading edge products and services.
Finally, I thank our readers, without whom, everything is irrelevant. I thank you for your loyalty and support.
I hope that you enjoy this time with family and friends. I wish you all the best for the holiday season and for 2025.
Table of Contents, December 2024
FEATURE ARTICLE
Gazing at the Staffing Crystal Ball
By Brendan Read; Q&A with Expert Panel
What will happen with agent recruitment and retention?
IDIOM INSIGHTS
Blueprint for a Contact Center Annual Report
By Kathleen M. Peterson
Content topics to consider for crafting a powerful Report.
EXECUTIVE INTERVIEW
Executive Interview with Cognigy’s Alan Ranger
By Linda Harden
A sponsored article by Cognigy.
RESEARCH
What Do U.S. Customers Really Want From a Contact Center Interaction?
By Steve Morrell
Research findings impacting great customer experiences.
CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy – Part 3
By Rick McGlinchey
How to improve your reporting and results.
DIGITAL TRANSFORMATION
How to Keep Up With Digital Interactions
By Aaron Schroeder
Here are three strategies to manage their rising use.
AGENT RETENTION
How To Attract and Keep Productive Agents
By Ian Aitchison
Study reveals surprising insights into job satisfaction.
TALENT MANAGEMENT
Beyond the Paycheck
By Stacey L. Oliver-Knappe
Retaining talent in today’s contact centers.
AGENT ASSESSMENT
Why Candidate Assessments Should Be Skills-First
By Stephane Rivard
How AI-based new generation tools can help.
EMOTIONAL QUOTIENT
EQ: The Contact Centers’ Secret Tool
By Sylvain Tremblay
How high emotional quotients can build customer loyalty.
EMPLOYEE MANAGEMENT
Navigating Workplace Conflicts
By Richard Birke
Here are the top seven tips for resolution.
PLANNING
Sun Tzu and the Art of Contact Center Planning
By Ric Kosiba
How strategic use of WFM can manage your center.
ARTIFICIAL INTELLIGENCE
Managing Agent Challenges
By Cláudio Rodrigues
How AI can help handle agent turnover, compliance.
A special thank you to our authors this month for sharing their insights and wisdom: Ian Aitchison, Richard Birke, Linda Harden (Interview with Alan Ranger, Cognigy), Ric Kosiba, Rick McGlinchey, Stacey L. Oliver-Knappe, Steve Morrell, Kathleen Peterson, Brendan Read (Q&A with Expert Panel), Stephane Rivard, Claudio Rodrigues, Aaron Schroeder, and Sylvain Tremblay.
Sincere appreciation to our vendor community: 2Ring, 8×8, Calabrio, Centrical, Cognigy, Human Numbers, Insights, Khoros, McCann Technology, MediaSmith, NICE, PowerHouse, Strategic Contact, Twilio, Upland Software, and Verint.
